ICT Manager

Company description:

Digicel Group Limited

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions. 

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date. 

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out. 

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.

Job description:

Job Title: ICT Manager

Primary objective of the job: 

The ICT Manager is responsible for managing and developing a team of ICT Engineers, who work on the front-line, assisting Digicel Business’ customers, at every stage, including start-up and commissioning of equipment, performing planned maintenance, monitoring performance, diagnosing system problems remotely, as well as responding to emergencies on a 24/7 basis.

The Manager continuously works to improve response time for customer issues, physical infrastructure quality, and service quality, through how engineers interface with and engage customers.

Main Duties and Responsibilities:

Customer Service:

• Manage resources who perform on-site installation, repair, maintenance, and test activities of Cross-Media Circuits, Hosted and On-Premise PABX, Cloud Services, Wifi and other Managed Services within the Business Solutions ICT Portfolio, at Customer sites, ensuring adherence to company quality standards and defined SLA
• Manage schedule of resources to ensure maximum utilization
• Comprehend customer requirements and make appropriate recommendations/ briefings. Where uncertain, ensure that the requisite interface is built between Digicel Business Solutions and the customer
• Enforce handover process and NMS integration prior to work order completion
• Participate in site surveys and customer meetings
• Build positive relationships with customers

Brand Ambassador:

• Guarantee representation of the Digicel brand by always acting and dressing professionally

Ticket Management:

• Monitor ticket queues during normal business hours
• Ensure resources handle assigned tickets as per SLAs
• Review quality of ticket comments to ensure correct level of detail is always provided
• Generate reports to document team performance against KPIs

Documentation:

• Review and approve documentation on configurations, as-builts, processes and training pertaining to Business Solutions products and services
• Take action emanating from comments on customer sign-off, to highlight/reward good employee performance and guarantee performance improvements where necessary

Operations and Maintenance:

• Participate in operational acceptance of new ICT Hardware
• Ensure compliance with physical preventative maintenance routines schedule on customer nodes, as defined within operational standards ensuring that 99.99% uptime for the circuits or hardware is maintained

People Management:

• Lead the ICT team to ensure teams have the tools, training, and knowledge to efficiently and effectively meet the needs of internal and external customers
• Provide the required supervision to Engineers to ensure services are delivered on schedule, with emphasis placed on quality; ensure compliance to KPIs and KQIs
• Ensure regular meetings are held with direct reports and peers, to access and benchmark individual, team, department and company performance

Incident Management:

• Provide clear, crisp, and concise technical communication and coordination during large outage scenarios
• Direct internal resources, and external resources whilst troubleshooting and resolving issues focusing on rapid restoration
• Approve RCA documentation completed by ICT engineers and where necessary personally completes the same

Quality:

• Define physical quality standards relating to ICT hardware installation, cabling and on-premises installations
• Execute quality surveys of work done by both internal and external resources, to ensure compliance with company standards; take appropriate actions to ensure improvement going forward

Stock Management:

• Maintain an agreed stock of network and customer premise spares and manages vendor RMA activities

Financial Management:

• Lead CAPEX and OPEX forecasting, ensuring cash spent is optimized and aligned with the approved annual budget

Contractor Management:

• Guide, assess and ATP work performed by Sub-Contractors to ensure that it meets the necessary standards

Change Management:

• Approve engineers’ MOPs and mentor engineers on how to improve the quality of MOPs submitted

Communication:

• Maintain clear and concise business communication proficiency, both oral and written

Customer:

• Build positive relationships with customers

Policies:

• Follows all company’s filed procedures and protocols

Performs related work:

• The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific duties or technologies does not exclude them from the position if the work is similar, related or a logical assignment to that position.

Academic Qualifications and Experience Required:

• BSc. Electrical and Computer Engineering / Computer Science / ICT or related field of study
• Three (3) to Five (5) years’ experience performing similar role / duties
• Strong understanding of the following
  • IP principles and OSI model
  • Switching and Layer 2 technologies (STP, QoS, P and shapers, Security principles)
  • Routing and commonly used protocols (OSPF, BGP, EIGRP, Access lists, Distribution lists)
  • Service Provider Technologies (MPLS, L2VPN, L3VPN, WAN Principles)
  • Voice protocols – SIP, E1, T1
• VOIP Telephony / AudioCodes gateways / Broadsoft / PBX equipment / Handsets
• Security / Firewall Appliances
• Cloud Computing
• Wireless IEEE 802.11
• Mobile telecommunications

Certifications:

• In tandem with the work experience itemized above, at least associate level in one or more of the following will be desired
• Cisco (CCNA, CCNA Service Provider, CCNA Collaboration, CCNA Security)
• Juniper (JNCIA-Junos, JNCIA-SEC)
• Fortinet (FCA, FCP)
• Huawei (HCIA-R&S, HCIA-Security)
• Avaya – (ACSS,ACIS, ASPS, AIPS)
• Meraki – CNMO, CNMA
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Be ambitious, driven and passionate about all things related to ICT, with an excellent comprehension of how the industry works and the key world players
• Have polished presentation, communication, and analytical skills
• Have an adaptive style in being able to communicate technical ideas in simple terms
• Possess strong organizational skills, being able to manage multiple projects at once
• Customer service oriented
• Attentive to detail
• Self-motivated and results-oriented approach to work
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Strong communication (oral and written) and interpersonal skills.
• Proficiency in Microsoft Office 365 Suite (Word, Excel, Power Point, Outlook, Onedrive, Teams, etc)
• Report / business Writing Skills
• Ability to manage personalities and resources